- Location
- US, Remote, United States of America
- Workplace
- Remote
- Type
- Full-time
- Department
- IT
- Source
- Workday
Description
As an Infrastructure Support Specialist, you will deliver remote technical support and troubleshooting for customer hardware, peripherals, and network environments in automotive and retail operations. You will play a key role in diagnosing and resolving issues, supporting upgrades, and ensuring seamless operations across customer locations and hosted datacenter environments. We are seeking applicants with strong technical skills, a customer-first mindset, and the ability to communicate complex issues clearly.
What you will be doing:
- Provide high-quality remote technical support, focusing on customer service, technical expertise, and timely issue resolution.
- Troubleshoot, diagnose, and coordinate repairs for hardware, peripherals, and network connectivity across customer and hosted environments.
- Support and configure servers, PCs, scanners, printers, RF devices, POS equipment, and related peripherals.
- Perform software troubleshooting and repair activities related to supported hardware environments.
- Analyze and resolve connectivity failures across internal and external network routes, including ISP, VPN, firewall, routing, and endpoint communication.
- Communicate technical findings, routing paths, and root cause information clearly to customers in both business and technical terms.
- Collaborate with customers, vendors, telecommunications providers, datacenter teams, and internal support teams to resolve complex infrastructure and connectivity issues.
- Document customer issues, troubleshooting activities, resolutions, escalation details, and service actions accurately within support systems.
- Escalate unresolved problems within established service level expectations.
- Manage support requests in alignment with operational workflows, schedule adherence, and case activity expectations.
- Perform time-and-materials work, ensuring accurate documentation and billing for services not covered under support agreements.
- Identify opportunities for additional support services, upgrades, or hardware-related consulting.
What you will likely bring:
- 3+ years’ experience in a customer-facing technical or hardware support role, preferably in retail or technology environments.
- Strong troubleshooting and analytical skills for diagnosing complex hardware, software, and network issues.
- Experience supporting hardware environments, including servers, desktops, printers, scanners, RF devices, and POS systems.
- Working knowledge of Windows operating systems, Linux fundamentals, and basic client/server technologies.
- Understanding of networking fundamentals (TCP/IP, DNS, VPN, routing, firewalls, remote access, ISP troubleshooting).
- Excellent communication and customer service skills, with the ability to explain technical issues to both technical and non-technical audiences.
- Ability to manage multiple priorities, adapt to changing requirements, and work across multiple time zones.
What could set you apart:
- Experience with Linux and POS or retail technology environments.
- Experience working within SLA-driven or ticket-based support environments.
- Additional certifications or experience with advanced networking or security technologies.
#LI-MB1 #LI-REMOTE
About Epicor
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Range:
Minimum: $55,000 USD Maximum: $89,000 USDThe salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.
Recruiter:
Mouy Bun